Field Service Management 101

Welcome back to class. I hope you enjoyed your break. You did so well in Telematics 101 and are ready to tackle the next course in your syllabus, Field Service Management 101. This class is guaranteed to help build a more efficient and profitable business.
So, grab a seat, sit up straight and all eyes on the board. Class is in session and, yes, this will be on the test.

The Basics

Let’s start with the basics. What is Field Service Management (FSM)?

In a nutshell, FSM is the coordination, organization and optimization of a company’s operations performed outside of the office or “in the field.” It involves dispatching workers or contractors in the field to install, maintain or repair equipment, systems or assets. In the office, field service managers monitor those field resources and coordinate the work of field service technicians.

Why is it important?

Field Service Management expedites and automates tedious processes like scheduling, dispatching and invoicing, and empowers your field staff by putting vital project information at their fingertips. It allows companies to track, automate, and optimize operations to deliver high-impact results. Most importantly, FSM helps your business increase efficiency, streamline operations, improve overall customer service, and reduce expenses.

The beating heart of successful field service management is the right FSM software solution.

Better Organization with Field Service Software

FSM Software

Field service management software is a cloud-based software as a service (SaaS) platform that can change your life—or at least the life of your business. It tracks, automates, and optimizes your operations in a way you simply can’t do manually. Instead of losing paperwork in the field, losing revenue because you can’t make quick changes to your schedules, or losing time due to low inventory, you can use FSM software to organize all your company’s departments and moving parts to maximize your resources—and your profits. From scheduling jobs and dispatching workers, to managing the work and optimizing your payment processes, FSM solutions simplify operations, empower your field teams, reduce dependencies, and connect your back-office to the field in one powerful platform.

The best FSM solutions:

5

Measure performance

5

Identify revenue opportunities

5

Turn prospects into customers

5

Access deep customer insights

5

Better manage your field resources

5

Optimize schedules and boost productivity

5

Streamline and automate invoicing

5

Increase your cash flow

In the field, FSM software provides techs and engineers the tools they need to get the job done—quickly, safely, and efficiently. It makes it easier to deliver better service to your customers and creates a positive work environment for employees. FSM software allows techs to:

5

Access job information from any mobile device

5

Close jobs faster by creating invoices on site

5

Complete job documentation quickly and accurately with one-touch data collection

5

Eliminate cumbersome paperwork after each job

5

Reduce customer disputes thanks to automatic documentation

In the office, managers use FSM software to give dispatch and operations teams clear oversight into field worker locations, job sites, and work details to streamline field service workflow. It allows you to assign work to the right tech, at the right location, and with all the resources they need—every time.

5

See field teams at a glance with map-based scheduling

5

Improve service delivery for customers and maintain quality standards

5

Prioritize and assign jobs quickly to simplify the dispatch process

5

Increase first-time fix rates and close more jobs on the first visit

Data-Driven, Results Oriented

FSM software turns your field service organization into a profit center. Managers gain clear visibility and deep insights into business operations to better manage teams, identify revenue opportunities, and grow or mature the business.

5

Built in analytics helps spot trends and potential issues for fast action and decision support

5

Identify areas of improvement with powerful reporting that offers transparency into day-to-day operations

5

Better visibility and faster communications create a more connected organization

5

More efficient customer service means happier customers and higher revenue

Class Dismissed

FSM software isn’t just about improving your field-based work. With the right FSM software, you can improve many different business functions, processes, and teams across the board. Everyone and everything are leveled up. When you consider the headaches your business endures now, FSM software helps to address each one of them.

If you take away only one concept, it should be that FSM software empowers your entire team to better the customer experience and subsequently grow your business. No matter the size or type of your company, using FSM software helps you get rid of problems that could cost you repeat business and profits.

If you want to get extra credit, read through our FSM for Dummies blog post. It provides even more information on how to jump-start your FSM efforts and ensure you have the tools to do it right.

Stay tuned for more field service management lectures to help you optimize operations and drive revenue.